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Alvita Home Care Care Coordinator-Must Be Covid Vaccinated in New York, New York
The Case Coordinator 1 is responsible for delivery of outstanding home care services by serving as the primary point of contact for an assigned group of clients. Primary duties include using independent judgement and discretion to coordinate schedules for designated clients and caregivers, monitor day-of schedules, troubleshoot problems and respond to client or caregiver issues as they arise. From a business perspective, the Case Coordinator 1 should position themselves as an invaluable resource to their clients making sure all client issues are addressed and resolved efficiently.
Serve as primary and day-to-day point of contact for assigned base of clients and caregivers, effectively addressing scheduling, questions and concerns in manners consistent with business goals and industry dynamics.
Use independent judgment and discretion to schedule and coordinate 100% of assigned case load in an efficient, effective and timely manner, while ensuring outstanding customer satisfaction.
Earn and keep clients respect and confidence as a trusted advisor with respect to their home care. Explain and advise as to appropriate service options reflecting capabilities of caregivers and scheduling considerations (e.g., overtime costs, continuity, etc.), resolve concerns, and manage around any transfer or discharge.
Solicit client feedback and take action using independent judgement and discretion, as necessary; anticipate problems and work creatively and effectively to resolve and arrive at solutions.
Monitor caregiver check-ins for assigned case load. Promptly identify tardy caregivers, notify client of delay, and determine appropriate remedial actions, if necessary.
Handle call-outs or emergency schedule changes with little or no advance notice. Identify available caregivers, re-staff schedules, and notify client of changes.
Notify team of outstanding client issues at the end of each day and maintain a list of replacement caregivers for use by the designated overnight/weekend on-call personnel.
Document and escalate client or caregiver issues to the Director Case Management or Director of Nursing, in accordance with agency policy and procedures, to ensure appropriate follow-up.
Maintain accurate schedules, clock-in/clock-out timecards, and clear notes for exceptions in the Company’s systems, as required, to ensure accurate billing and payroll function.
Participate in general coverage of the office’s main phone lines for the hours assigned by the Director of Case Management.
Participate in overnight/weekend on-call duties as necessary. Use independent judgment and discretion timely and effectively resolve matters escalated by Afterhours Coordinator.
Participate in training, orientation and support of Case Coordinator 2 by serving as educator, mentor and guide with respect to coordination tasks and customer service model of care.
Maintain client files in accordance with policies and procedures.
Protects clients’ rights by maintaining confidentiality of personal and financial information.
Continually seek opportunities for innovation and process improvement.
Must be willing to rollup sleeves and handle last minute issues that arise
Building highly effective and collaborative working relationships at all levels within the organization
Rapidly builds trust with fellow employees and clients
High level of self-determination and self-management (gets things done)
Detail oriented, tech savvy, willingness to continually learn and embrace new approaches
Bias to action, calmly solves problems, follow-throughs, holds self & others accountable, willingness to do what it takes to get the job done
High capacity for learning and potential to grow into positions of increased responsibility
Solid match with Alvita Care’s values and culture
Bachelor’s or Associate degree; or equivalent combination of education and experience
1+ years of previous experience in home care coordination is required
Demonstrated ability to multi-task in a high-volume coordination position
Detail oriented with ability to prioritize and follow up with sense of urgency
Provide outstanding and empathetic customer service
Technically savvy-proficient in use of smartphones, tablets, laptops and other devices
Exceptional written communication skills
Demonstrated ability to communicate and follow-up in a timely manner
Focus on time management and organizational skills
Job ID: 2021-1065
External Company Name: Alvita Home Care
External Company URL: www.alvitacare.com
Post End Date: 1/8/2022